Plans, packages and add-ons
This page covers the Backoffice pages that show your plan, the packages and add-ons you can have, and how to ask for changes. It describes pages and behaviour. It states no prices, rates or quota values. For those, see the pricing page and your agreement.
Key points
- Changes are requestsA plan change or add-on request is reviewed by a platform administrator and nothing changes until it is approved.
- Reasons show before the clickA package or add-on that cannot be turned on shows its reason and next step before you click.
- Subscribing charges the walletA priced package is paid from your wallet balance, and a low balance stops the subscription cleanly.
- Self-serve depends on your organisationSubscribing yourself is available when enabled for your organisation. Otherwise your account team provisions it.
What it is
Availability: Availability depends on your plan, role and the modules enabled for your organisation.
Self-serve purchase of packages and add-ons is available when it is enabled for your organisation. Otherwise your account team provisions them. Backoffice tells you which case applies on the page itself.
| Term | What it means in Backoffice |
|---|---|
| Plan | Your base tier. It sets your monthly allowances and your domain limit. |
| Plan change request | A request to move to another plan. A platform administrator reviews it. |
| Add-on request | A request for extra events or extra collector requests on top of your plan. A platform administrator reviews it. |
| Package | A bundle that turns on the core modules of one or more product areas for a monthly fee. |
| Module add-on | A single optional module you can turn on or off for your workspace. |
Where the pages are, under Backoffice → Billing & Plan:
| Page | Route | Who can open it |
|---|---|---|
| Plan | /billing/plan | Admin sees it in the menu. |
| Packages & Add-ons | /billing/packages | Admin role, or billing role when enabled for your organisation. |
Packages & Add-ons has four tabs: Packages, Add-ons, Included usage and Billing status. The Add-ons tab is shown only to roles that may manage it, which means the admin role.
Prices, if shown, are the values in force for your workspace. This page does not repeat them.
Prerequisites
- The admin role to request a plan change, request an add-on, or turn a module add-on on or off. See Roles and permissions.
- The admin role or the billing role to subscribe to or cancel a package. The billing role is available when enabled for your organisation.
- MFA enrolled on your account. Subscribing, cancelling and module toggles ask for a step-up check from the last 6 hours. Plan and add-on requests do not.
- Wallet funds to subscribe to a priced package. Subscribing charges your wallet. See Wallet, invoices and reports.
- Self-serve purchase enabled for your organisation, if you want to subscribe yourself. Otherwise ask your account team.
Steps
1. Review your current plan
Go to Backoffice → Billing & Plan → Plan. The Plan & Quotas card shows your plan name, the monthly event limit and the maximum domains.
The Request plan change card below it shows Your current plan with its allowances: events, API requests, ingestion requests, Score API calls, AI credits, domains and data retention. It also shows the monthly price and where that price comes from: Plan price, Your negotiated price or Custom plan default.
2. Request a plan change or extra capacity
On the same page, choose a tab.
Change plan
- Choose Select new plan. Each option is marked as an upgrade or a downgrade.
- Read What changes. It compares your current plan with the new plan, allowance by allowance.
- Add an optional Reason.
- Click Submit request.
Add-ons
- Choose a resource: Additional API requests (collector requests) or Additional events.
- Choose a quantity. Backoffice shows an estimated monthly price.
- Enter a Reason. It is required on this tab.
- Click Request add-on.
After you submit, a Pending badge shows and the page reads Your plan change request is awaiting review, or the same for an add-on request. You can have one pending request for each type. You cannot withdraw a request from Backoffice. Contact your account team to cancel it before review.
What happens next:
- A platform administrator reviews the request. Nothing changes until it is approved.
- Plan pricing and billing are confirmed by your account team after approval.
- No card is charged in the product for a plan or add-on request. Approved add-ons recur monthly until cancelled.
- Add-ons stack on top of your plan and are used after your plan allowance runs out.
- A plan change does not retroactively shrink the limit of a month that has already started.
3. Compare packages
Go to Backoffice → Billing & Plan → Packages & Add-ons. The Packages tab shows one card for each package:
- The package name and description.
- A badge: Current plan, Cancelling or Not subscribed.
- The monthly price, Free, Coming soon or Price unavailable.
- Covers: the product areas the package turns on.
- Next charge: the date of the next charge, for an active package.
A note under the cards reads Subscribing charges your wallet balance and links to Top up your wallet.
4. Read why an item is unavailable
When you cannot subscribe or turn something on, the card or row shows a badge and a plain reason before you click. The control is disabled and points at that reason.
| Badge | Reason shown | What you can do |
|---|---|---|
| Requires plan | The item needs a higher plan. | Click request a plan change. Backoffice shows your workspace ID so you can quote it. |
| Core module needed | Turn on the core module of this product first. | Turn on the core module, or subscribe to a package that includes it. |
| Embargoed | A sale embargo applies. For attestation the text is Embargoed until hardware verification is proven. | Contact Noxtica support and name the item. Quote your workspace ID. |
| Pending legal review | The item waits for legal sign-off, for example behavioral data or the EU AI Act active tier. | Contact Noxtica support and name the item. |
| Not available yet | The item is on hold or still being built. | Contact Noxtica support and name the item. |
| No price set yet | A package has no price while self-serve billing is on. | Contact Noxtica support and name the package. |
Backoffice has no waitlist. For a held item, contact support and quote the workspace ID. Use the copy button next to it.
5. Subscribe to a package
- On the Packages tab, click Subscribe on a card. The button reads Activate when the package is free or when self-serve billing is not enabled.
- Complete the step-up prompt.
- Read the result: Subscribed.
Subscribing charges your wallet. If the balance is too low you see Your wallet balance is too low with a Top up your wallet button. Nothing is charged and nothing changes.
6. Cancel a package
On an active package card, click Cancel package and complete the step-up prompt. The card changes to Cancelling and shows Package cancelled. A cancelled package cannot be subscribed again from Backoffice. Ask your account team if you need it back. Cancelling does not delete your data or your audit history.
7. Turn module add-ons on or off
Open the Add-ons tab. It lists the module add-ons published for your workspace. Each row shows Subscribed or Not subscribed, its monthly fee or No monthly fee, and whether it turns on for your whole workspace or per domain.
- Switch the toggle for the module.
- Complete the step-up prompt.
- Read Add-on subscribed. or Add-on unsubscribed.
Items that cannot be turned on are listed under Not available yet, each with its reason and the next step, as in step 4. If module add-ons are not enabled for your organisation, Backoffice shows a banner and the controls are read-only. Subscribing records the add-on and its monthly fee. The charge is not taken at the click.
The Included usage tab and the Billing status tab are covered in Usage, quotas and metering and Billing status, grace period and reminders.
Review your plan
Open Billing and Plan, then Plan, to see your allowances.
Request a change
Submit a plan change or add-on request and wait for review.
Compare packages
Read the cards on the Packages tab.
Read the reason
If a button is disabled, the badge and text say why.
Subscribe or cancel
Confirm with a step-up check. Subscribing charges the wallet.
Verify it works
- A submitted request shows Pending and the submission date on the Plan page.
- The request appears in the audit log as Plan Requested or Extra Quota Requested. See Audit log and data export.
- A subscribed package card shows Current plan and a Next charge date. Your wallet activity shows the package charge.
- A module row shows Subscribed.
- A cancelled package shows Cancelling.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The Plan page is missing from the menu | Your role is below admin. | Ask an admin. |
| A pending plan change request already exists. Please wait for it to be reviewed. | One request of that type is already pending. | Wait for the review, or contact your account team to cancel it. |
| A pending extra-quota request already exists. Please wait for it to be reviewed. | One add-on request is already pending. | Same as above. |
| You are already on this plan | The chosen plan is your current plan. | Choose another plan. |
| The Subscribe button is disabled with a badge | A reason applies, for example plan tier or a hold. | Read the reason and follow the action in step 4. |
| Your wallet balance is too low | The wallet cannot cover the package fee. | Click Top up your wallet, then subscribe again. |
| No packages available | No package is published for your workspace. | Ask your account team. |
| No package can be subscribed to yet | Every package is on hold or has no price. | Contact Noxtica support and quote your workspace ID. A platform administrator can assign a package or extend a grace period. |
| This change could not be applied | The change was refused and nothing was changed. | Retry. Contact support with the time of the attempt if it repeats. |
| A cancelled package cannot be subscribed again | Packages in Cancelling or off state cannot be activated again. | Ask your account team. |
| The Add-ons tab is missing | Your role is below admin. | Ask an admin. |
| A banner says module add-ons are disabled | Module add-ons are not enabled for your organisation. | Ask your account team. |
| Package billing is not enforced for this workspace yet | Self-serve billing is not enabled for your workspace. | Nothing is charged and no page is paused. Ask your account team to provision the package. |
| Verification cancelled | You closed the step-up prompt. | Repeat the action and verify. |
Related
- Usage, quotas and metering: meters, quota rules and the Included usage tab.
- Wallet, invoices and reports: add funds, invoices and reports.
- Billing status, grace period and reminders: the Billing status tab and the grace window.
- Roles and permissions: who can see and change billing pages.
- Pricing: plan and rate information. Pricing reference has the definitions behind it.